In that case, the company or person who pays for the return shipment is entitled to compensation.
If you paid for the return shipment, then you can request compensation. By default, that compensation includes a refund of the shipping fees. If you choose the 'Guarantee and signature' option, then you are entitled to compensation for goods and for documents.
If the original sender pays for the return shipment, then he/she is entitled to compensation. That is the case when:
- there is a return label in your parcel
- you refused the parcel
- the parcel could not be delivered to you
If you are considered the sender and thus entitled to compensation, you can submit a compensation request to our Customer Care Centre. It is best to do that via the online form at the bottom of this page.
The postman cannot take your return shipment. You can hand it in at a Post Office, Post Point or Parcel Point. The longest side of your parcel can be maximum 1.5 m long, and the total length (1 x length + 2 x width + 2 x height) can be maximum 3 m.
You can also leave it in a parcel locker. In that case, it can be maximum 42 x 31 x 58 cm.
If desired, we can also come and collect your return shipment. In that case, your parcel can weigh maximum 30 kg. The longest side can be maximum 1.5 m long, and the total length maximum 3 m. The price of a pick-up depends on where we must collect your parcel.
You can request a pick-up or "collect" online or by phone on the number 02 278 50 44.
If you request a pick-up online before 11:30 or by phone before 12:00, then the postman will pick up your parcel(s) the same day between 12:00 and 17:00. If you contact us later in the day, then the postman will pass by the next workday.
Attach a bpost shipping label on every parcel. That label is not included in the price of the pick-up.
The amount of time that your return shipment is in transit depends on the original sender of your parcel. If you want to know more about this, please contact the original sender.
bpost delivers a national return shipment to the original sender one workday after we receive the parcel. A return shipment to a foreign online shop is often collected by the original sender and is usually in transit for longer.
You can always follow your return shipment with Track & Trace or the My bpost app.
If the original sender offers you the option to return your parcel, then you have two options:
- The return shipment is free.
- The return shipment is not free. Either you must pay part of the costs yourself in the Post Office or Post Point where you turn in your return shipment, or the original sender deducts a small return fee from the amount that he refunds.
If the original sender does not offer any return options, then you must send your parcel as a regular shipment. In that case, the price of your parcel depends on the weight, the size and the destination. Use our online shipping tool to calculate the price of your parcel.
If the original sender offers you the possibility to return your parcel, then there are three possibilities:
- The return label is in the parcel.
- You download the return label from the sender's online shop and print it at home.
- Some senders allow you to have the return label printed in the Post Office or Post Point where you send the parcel back.
If the original sender does not offer any return options, then you must create and purchase a shipping label.
If the counter clerk at your Post Office or Post Point asks you to pay, then the return shipment is not free. Read the terms and conditions for returning parcels on the website of the online shop. Your return shipment is probably an exception to the free returns policy.
A purchase that you send back is a return shipment. Online shops offer that option if the contents of your parcel do not correspond with what you ordered or if the product does not fit or does not meet your expectations.
You send your purchase back with the return label from the original sender; the label is either in the package, or you can download and print it at home. If the sender does not provide a return label, then you send it back as a regular parcel.
Be sure to check the website of the online shop to see what the guidelines are regarding returning parcels.